FAQ
Frequently Asked Questions
Everything You Need To Know About LuxoraCraft™
Find answers to the most common questions about our handcrafted products, orders, shipping, and policies. Can't find what you're looking for? Our Customer Care Team is just a message away at customercare@luxoracraft.com.
🛍️ About Our Products
Are Your Products Truly Handmade?
Yes, absolutely. Every piece in our collection is genuinely handcrafted by skilled artisans in Morocco. From leather poufs and handwoven rugs to wooden furniture and decorative pieces, each item is made by hand using time-honored techniques passed down through generations.
Where Are Your Products Made?
Our products are handcrafted in Morocco, primarily in our ateliers located in Sidi Ghanem, Marrakech. We work directly with master artisans who specialize in leatherworking, woodworking, weaving, and traditional Moroccan crafts.
What Materials Do You Use?
We use only premium, natural, and ethically-sourced materials, including:
- Genuine leather (vegetable-tanned when possible)
- Natural wool and cotton
- Solid wood (walnut, cedar, oak)
- Hand-spun threads and natural dyes
- Rattan, wicker, and natural fibers
Are Your Products Unique?
Yes. Because each piece is handmade, slight variations in color, texture, and pattern are natural and make every item one-of-a-kind. These small differences are a celebration of true craftsmanship, not defects.
Do You Offer Custom Orders?
Yes, we offer customization for many of our products, including dimensions, colors, finishes, and materials. For custom orders, please contact us at customercare@luxoracraft.com with your specifications.
💳 Orders & Payment
What Payment Methods Do You Accept?
We accept all major payment methods, including:
- 💳 Credit & Debit Cards (Visa, MasterCard, American Express, Discover)
- 💰 PayPal
- 🏦 Apple Pay & Google Pay
- 💵 Shop Pay
All transactions are secured with SSL encryption for your safety.
Is My Payment Information Secure?
Yes. We use industry-standard SSL encryption and partner with trusted payment processors. We never store your credit card information on our servers.
Can I Modify Or Cancel My Order?
Orders can be modified or cancelled within 24 hours of purchase. After 24 hours, your order enters our production or fulfillment process and cannot be changed. Please contact us immediately at customercare@luxoracraft.com.
Will I Receive An Order Confirmation?
Yes, you will receive an order confirmation email immediately after your purchase, followed by shipping updates with tracking information.
🚚 Shipping & Delivery
Where Do You Ship From?
Orders are shipped from either our U.S. logistics center in Wyoming or directly from our artisan workshops in Marrakech, Morocco, depending on the product and destination.
Which Countries Do You Ship To?
We ship worldwide. Our most frequent destinations include:
- 🇺🇸 United States (all 50 states)
- 🇨🇦 Canada
- 🇪🇺 European Union
- 🇬🇧 United Kingdom
- 🇦🇺 Australia & New Zealand
- 🌍 Middle East & worldwide
What Is DDP Shipping?
DDP (Delivered Duty Paid) means we cover all customs duties, taxes, and import fees for shipments to the USA, EU, UK, Australia, and Canada. The price you see at checkout is the final price — no surprises at delivery!
How Long Does Shipping Take?
Delivery times vary by destination:
- USA: 7 – 14 business days (standard)
- Canada: 10 – 15 business days
- UK & Europe: 10 – 18 business days
- Australia & New Zealand: 12 – 20 business days
- Rest of World: 15 – 25 business days
Custom and handmade items may require an additional 5 – 21 business days of production time.
How Can I Track My Order?
Once your order ships, you will receive a tracking number by email. You can also log into your account on luxoracraft.com to view your order status anytime.
What If My Package Is Lost Or Damaged?
If your package arrives damaged or is lost in transit, please contact us within 48 hours of delivery at customercare@luxoracraft.com with your order number and photos. We will work quickly to resolve the issue.
🔄 Returns & Refunds
What Is Your Return Policy?
We offer a 30-day return policy. Items must be in their original condition, unused, with tags attached, and accompanied by the receipt or proof of purchase.
How Do I Start A Return?
To initiate a return:
- Email us at customercare@luxoracraft.com within 30 days of receiving your order
- Include your order number and reason for return
- We will provide a Return Merchandise Authorization (RMA) number and instructions
- Ship the item back following our instructions
Who Pays For Return Shipping?
- Defective or wrong items: We cover all return shipping costs
- Change of mind: Customer is responsible for return shipping
When Will I Receive My Refund?
Once we receive and inspect your return, refunds are processed within 3 – 5 business days to your original payment method. The funds typically appear in your account within 5 – 10 business days.
Are There Any Non-Returnable Items?
Yes, the following items cannot be returned:
- Custom or personalized products
- Sale or clearance items marked as final sale
- Gift cards
- Items that have been used, washed, or altered
🏢 About LuxoraCraft™
Who Owns LuxoraCraft™?
LuxoraCraft™ is a registered trademark owned by Nanees Global Business LLC, an American company registered in Wyoming, United States. We have active operations in Morocco where our products are handcrafted.
Where Are You Located?
We have two offices:
- 🇺🇸 USA HQ: 30 N Gould Street, Suite 4000, Sheridan, Wyoming 82801
- 🇲🇦 Morocco: Quartier Industriel Sidi Ghanem, Lotissement Maazouzia N°106, Marrakech
How Long Have You Been In Business?
LuxoraCraft™ was founded in 2021 with a mission to share authentic Moroccan craftsmanship with the world.
Do You Have Physical Stores?
We operate exclusively online through luxoracraft.com. This direct-to-consumer model allows us to offer authentic handcrafted products at fair prices by working directly with artisans.
🤝 Partnerships & Business
Do You Offer Wholesale?
Yes! We have a dedicated Wholesale Program for retailers, interior designers, hotels, and hospitality professionals. Visit our Wholesale Program page or email wholesale@luxoracraft.com.
Do You Collaborate With Influencers?
Yes, we love working with content creators, designers, and lifestyle brands. Visit our Collabs page or email collabs@luxoracraft.com.
Can I Visit Your Workshop In Morocco?
We occasionally welcome visitors to our atelier in Marrakech by appointment. Please contact us in advance at contact@luxoracraft.com to arrange a visit.
📞 Still Have Questions?
Our Customer Care Team is here to help. Reach out anytime:
📧 Customer Care: customercare@luxoracraft.com
📧 General Inquiries: contact@luxoracraft.com
📞 USA: +1 (307) 429-3558
📞 Morocco: +212 660-408-485
🕒 Hours: Monday – Friday, 9:00 AM – 6:00 PM (MST)
⏱️ Response Time: Within 24 business hours
"Quality Craftsmanship Deserves Quality Service."
— The LuxoraCraft™ Team